City & Guilds works with the Civil Service to develop professional qualifications

New learning opportunities for Operational Delivery Professionals put the spotlight on excellent customer service

02 April 2014

City & Guilds has worked with the Civil Service to deliver a range of new professional qualifications to develop a more skilled, unified Civil Service and meet growing public expectations for high-quality public services.

Launched this week, City & Guilds developed and accredited the qualifications at levels 2-5. Qualifications accredited by the Chartered Management Institute will also be available to Civil Service staff at levels 5-7.

The qualifications focus on the skills gaps identified in April 2013 by the Civil Service Capabilities Plan as part of the Government’s Civil Service Reform programme.

With 280,000 people working in it, the Operational Delivery Profession makes up 70 per cent of the Civil Service. It ensures that citizens get the services and protection they need. The profession includes people who process visas or driving licences, check passports, work in courts and prisons, consular offices abroad, help people find jobs, make sure our food is safe to eat, and bring in tax.

Around 150 volunteers from different departments and in different parts of the country have been involved in developing the new qualifications. These qualifications will build the knowledge, skills and behaviours to address the priority capability gaps – commercial, project delivery, digital, and change leadership. The overarching aim is to achieve excellent customer service.

Speaking about the launch of the qualifications, Minister for the Cabinet Office Francis Maude said: 'To win the global race we need a Civil Service that delivers the best for Britain. The qualifications being launched today will not only develop the capabilities of civil servants in the Operational Delivery Profession but will help improve the public services on which we all rely.'

Adding to this, Head of the Civil Service Sir Bob Kerslake said: 'Developing the skills of civil servants is fundamental to Civil Service Reform, which is why I am pleased to see the introduction of these qualifications. They build on our Capabilities Plan and will help to create the modern, efficient, responsive Civil Service that the country expects and deserves – digital by default and putting the needs of the user first.'

Also speaking about the partnership, Chris Jones, Chief Executive of the City & Guilds Group said: 'At City & Guilds, we recognise the importance of working with organisations to develop their workforce and improve their service and processes. This project is a great example of that. It has been a substantial piece of work and we hope that it will lead to significant benefits for not just the Civil Service, but everyone who interacts with it.'

Courses include an interactive professional learning curriculum, with workshops and e-learning to support the continuing professional development of operational staff.